Customer Service Engineer

Kevin J. Clark

* ********** ***. 603-***-****

Nashua, NH 03062 **********@*******.***

SUMMARY

A skilled Technical Training professional with extensive experience in, developing and delivering training development plans, needs analysis, and team building. Areas of competency include:

• Course Documentation – creation of quality training materials for both local and distance learning instruction, for audiences of varying experience levels

• Training Delivery – Seasoned trainer with excellent oral and written communication skills

• Customer Service - Self-motivated, creative, and solution oriented, always keeping the customers needs and satisfaction at the forefront

• Technologies - Experienced in various routing/switching technologies as well as Microsoft applications, fixed and mobile network environments, DPI, VoIP, MPLS, QoS, RADIUS, LDAP, HTTP, SIP, SS7, IP Routing Protocols, API, OSS, and web services linked via SOA

PROFESSIONAL EXPERIENCE

Cedar Point Communications – Derry, NH 2010 to 2011

Senior Trainer

• Developed courseware materials for the Cedar Point Communications Safari C3 Integrated Switching platform, SafariFUSION, and VCS

• Provided instruction on the configuration and operation of the CPC Safari C3 and associated SafariView server based GUI

• Created exercises on how to provision and manage the Safari C3 switch for call processing, announcements, voicemail, and troubleshooting

• Strong knowledge of courseware development tools and techniques for both ILT and on-line environments (Camtasia, Articulate)

• Excellent communications and technology skills, and overall networking knowledge of both fixed and mobile network environments

• Organized and updated the LMS component of online training materials

Arbor Networks – Chelmsford, MA 2007 to 2009

Senior Technical Instructor

• Developed courseware materials for the Arbor Networks eSeries flow-based DPI product line

• Provided instruction on the configuration, operation, management, and troubleshooting of the eSeries e30 and e100 hardware and SLS software products

• Created workshops to discuss bandwidth management techniques, and how to create tiered and quota based services for both fixed and mobile network operations centers

• Strong knowledge of courseware development tools and techniques

• Excellent communications and technology skills

• Organized and scheduled new software release sessions for global engineering support organization

• Worked with customers to analyze and customize training needs for large and small organizations, traveled globally to deliver training courses

Cisco Systems – Boxborough, MA 2001 to 2007

Software Engineer/Education Specialist II

• Performed regression testing, integration, and verification of product technical requirements using latest automated test tools for both exodus and various mainline branches of Cisco IOS.

• Worked with IOS Development team running automated tests on test networks, debug test failures on variety of Cisco products, and report bugs and test results.

• Helped develop peer Cisco CAP program

• Worked with MPLS engineering deployment group to create MPLS labs and troubleshooting test cases using the latest version of Cisco IOS.

• Responsible for development and delivery of MPLS Technology Essentials course for Cisco learning partners, customers, and employees.

• Provided train-the-trainer assessments and evaluations of Cisco learning partners for the MPLSTE course.

• Highly proficient and thorough understanding of training and delivery methods and techniques.

Genuity - Burlington, MA 2000 to 2001

Associate Internet Systems Engineer

• Provided pre and post sales technical support of Genuity DiaLinx service which provides remote access for corporations and ISPs.

• Interfaced with field ISEs, LOB, and Engineering personnel to ensure commitments are met and problems are resolved in a quick and efficient manner.

• Provided training of New Hire personnel, and on-site training as required.

Nortel Networks - Billerica, MA 1995 to 2000

Senior Technical Instructor

• Developed and reviewed frame and cell switching certification exam for the Enterprise Solutions – Data Certification program.

• Updated and reviewed courseware materials for BayRS, and Centillion classes.

• Provided instruction on the configuration, operation, and management of Nortel Networks routers, Centillion ATM and Accelar Switches

PREVIOUS EMPLOYMENT

GTE Government Systems - Needham, MA Technical Instructor II/SME 1989 to 1995

United States Army - Ft. Hood, TX Field Technician 1984 to 1988

Interests Enjoys working out, sports, and reading.

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